ERICKA ARAUJO

PROFESSIONAL EXPERIENCE

Systematic Quality Assurance Manager with an excellent eye for detail and a knack for devising and establishing effective quality procedures, standards and specifications. Talented at clearly specifying quality requirements and monitoring procedure performance for optimal customer service results.

PROFILE

WORK EXPERIENCE

ad2k83@r.postjobfree.com

305-***-****

Miami, Florida

Quality Assurance Manager

ACAMS Miami, FL 2014 - Current

Manage and resolve all customer, sales, and partnerships cases (call or email) within defined KPIs (SLA, Quality, and Customer Satisfaction) while providing excellent service experience to clients

Spearhead calibrations on phone calls and conducted customer service training that increased scores by 39%

Maintain records of the audits and evaluations completed and reviewed the results with operation stakeholders to improve performance and service

Responsible for providing end-to-end support for approved Clients or partnerships

Responsible as “Lead” for the end-to-end operational delivery of key events (In-Person or virtual)

Facilitate statistical data collection and provide quality administration for data integrity

Fielded customer complaints by using research abilities and rectify service issues and resolved critical quality issues

Collaborate on detailed project plans for events providing operational support and a task list that organizes and tracks for team accountability and event success

Manage events operations end to end support for Service Operations and Chapter teams.

Generate revenue reconciliation reports, account receivable reports and assist account managers with invoices and order processing

Customer Service Supervisor

ACAMS Miami, FL 2012 - 2014

Collaborated with process engineers to continually improve department efficiencies and maintained procedure documents

Provided day-to-day leadership to cultivate environment that exemplified company values.

Worked with the Quality Assurance Manager to create and maintain an effective quality assurance program

Analyzed and monitored KPIs taking corrective action. Set clear expectations and helped employees pursue optimal paths for achieving each target.

Assisted COO in the development of incentive programs and provided recommendations on staffing requirements, hiring, and terminating staff.

Consistently reviewed survey results ensuring the best resolution for dissatisfied survey respondents

Assisted on initiatives to drive improvement of Training Manuals, providing support to department Training Lead and Quality Assurance Manager by reviewing processes providing recommendations to achieve standards

Trained, coached and mentored project leaders to drive culture change toward total quality mindset across production continuum. Developed and maintained an on-going training program including account receivables

Maintained knowledge of company products and services to promptly resolve complaints and concerns

KEY SKILLS

Team Collaboration

Proficient in Microsoft Office Excel, Word and Dashboards

Progress Reporting

Attention to Detail

Training and Coaching

Operation Monitoring

Planning, Scheduling and Prioritization

Project Management

Analytical Problem-Solving

Process Documentation

Performance Monitoring

Salesforce Knowledge

Cvent Event Platform

EDUCATION

Bachelor’s Degree

Business Administration

Miami Dade Community College

LANGUAGES

Fluent in English and Spanish

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